CUSTOMER SERVICE - Fountain pens and gold nibs Santini Italia Made in Italy

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Customer Service

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“Your most unhappy customers are your greatest source of learning.”― Bill Gates
Katrina Dudko, Customer Service Santini Italia

I love this quote because no matter how well you run your business, unhappy customers are inevitable. While there will be a percentage who are just unhappy people looking to complain about anything, most people will have legitimate points worth considering. You can never see your business the way people on the receiving end of your service can, and listening to them is the only way to learn and improve. Customer satisfaction is our priority.




We want to help you in the best possible way!

Please get in contact with us by email or via the chat form.
We will take care of your request.
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Care & Maintenance

  • How do I clean my fountain pen?
We do recommend cleaning your fountain pen between each ink refill.
If a pen clogs, place the nib and gripping section of the barrel in a cup of cool water.
Let the nib and gripping section soak overnight.
Our inks are water-soluble and will dissolve with water
Remove the gripping section from water and rinse it with a slow stream of cool water.
Gently blow into the nib assembly to remove any excess water.
You may now place a new ink cartridge or an ink convertor into the gripping section of the barrel.

  • How shall I store my fountain pen to get its best performance?
The nib should be stored point up when not in use.
The ink will drain down into the convertor or cartridge.
This avoids drying or clogging of the nib

  • How can I receive maintenance for my product?
If you require maintenance of your writing instrument beyond regular cleaning, please see our Repairs section for more information.

  • What do I do if there is poor ink flow (dirty feed system)?
Please follow the cleaning instructions in Care & Maintenance. If you still experience poor ink flow, please refer to our Repairs section for more information.


Instructions of use

  • How do I refill my fountain pen?
Please see the refill instructions below:
1. Cartridge insert:
Insert the cartridge into the gripping section of the barrel. Apply slight pressure until you feel and hear the cartridge seat into place.
The gripping section will pierce the cartridge, allowing the ink to flow into the feed assembly.
Screw the bottom section of the barrel on over the cartridge into the gripping section of the barrel.

2. Converter insert:
Insert the open end of the convertor into the gripping section of the barrel.
Twist or slide the black end of the convertor (plunger) down to the end inserted into the gripping section.
Dip the nib of the fountain pen into the bottled ink so that the nib is submerged slightly below the gripping section.
Remove the nib from the bottled ink and twist or slide the plunger slightly to force out three drops of ink back into the bottle.
Twist or slide the plunger back up to the top position to draw a little air into the converter.
Screw the bottom section of the barrel on over the convertor into the gripping section of the barrel.
Use a soft cloth to wipe excess ink off the nib and body.





WARRANTY

  • WHAT DOES THE WARRANTY COVER?
The warranty covers defects in materials and workmanship. It does not cover damage due to misuse or abuse, missing parts, or normal wear and tear. For information regarding our repair services please click here.

  • HOW LONG DOES THE PATTERN COLOR OF 'COLOR COLLECTION PENS' WILL LAST?
We use an innovative coloring technology, that gives you a lifetime warranty on color. Please do not worry, your pen will not lose its shinning and polishing brightness.

  • How long is the warranty valid?
If your pen was purchased with a lifetime warranty, the lifetime warranty will be honored. In 2012 we introduced a limited warranty period of 1 years with the option of a free 2 year extension. All repairs covered under the warranty require proof of the terms of the warranty, either the dealer stamped and dated warranty document or the printed sales receipt showing the product and date of purchase.

  • How can I make sure the warranty will be honored?
By retaining your warranty document and your printed sales receipt, you will be eligible for repair of your writing instrument for the timeframe and conditions outlined within the warranty document provided at time of purchase.

  • My writing instrument needs repair and the warranty has expired. How do I get it fixed?
If the repair does not fall under the warranty, we will send you a quote for approval once we have inspected the damage. If you do not accept our quote, we will not charge you any shipping or handling fees to return the writing instrument to you. Please see Repairs for additional information.

  • I DROPPED MY PEN AND DAMAGED THE NIB. IS IT COVERED UNDER WARRANTY?
Damage incurred outside of the manufacturing process is not covered under the warranty. For information regarding our repair services please click here.

  • What if I lose my pen?
Loss of your writing instrument is not covered under the warranty.








OTHER QUESTIONS

  • WILL YOU EXCHANGE MY NIB FOR FREE IF I WANT ANOTHER NIB SIZE?
If you have bought a wrong nib size offer a nib exchange service. Fine and medium nibs are available for all of our fountain pen models. If you are interested in another nib size please determine the size required and contact us at clients@santini-italia.com
If the nib we receive is in perfect condition and if the new required nib belongs to the same model we will carry out the nib exchange free of charge. Otherwise you will receive a quote.
We do recommend that you return the complete pen in order to protect the nib during transit.
Please be sure to include all of your contact information with the pen so that we may reach you easily. For products offered or purchased more than 10 years ago, we ask that you send a digital picture of your pen so we can identify the model.

  • IS IT POSSIBLE TO HAVE A SPARE PART?
While we do offer a nib exchange service and do sell most fountain pen nibs and rollerball sections, unfortunately we do not sell other spare parts.
We do not sell caps or barrels for the following reasons:
1. The replacement of the required cap or barrel might not be the only repair needed
2. For pens that are not black, we may experience color matching issues between the cap and the barrel
3. All repair operations do include an overhaul which might be a pen cleaning, a mechanism check, and replacement of cartridge and convertor for fountain pens.

  • Do you carry refills for all of your pens?
Refills are available for all current models. We use Schmidt refill on all our roller balls.
 
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